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| | | Author: | tjones1  | | Posted: | May 21, 2022 02:09 | | Subject: | Fraudulent PayPal chargeback | | Viewed: | 248 times | | Topic: | Help | |
|
| This is a bit of a long story but I'm looking to see if anyone has any advice
as I'm at a loss of what to do regarding the loss of a PayPal chargeback
claim.
I opened my store a few months ago to sell off my collection of mainly sets new
in box. I received a very large order where the buyer ordered a little over 100
sets worth over $10,000 (cdn). As excited as I was to have such a large order,
I was also very cautious and hesitant about the size and value of the order and
did some background checks on the buyer. I ended up gathering enough information
and felt confident enough to proceed with the order. I packed everything up as
best I could, adding extra cardboard layers to the boxes and plenty of packing
materials to protect the sets during transit. I ended up shipping out 8 large
moving size boxes from west coast Canada to the buyer in the east Coast of the
US. The order was insured (for the delivery aspect) and I closely monitored the
tracking of each box. All 8 boxes ended up getting delivered and after two weeks
had gone by with no order status updated by the buyer on the bricklink order
page, I reached out to ensure everything had arrived. The buyer replied stating
3 of the sets had arrived damaged and requested they be returned and refunded.
I requested photos of the damaged sets along with the shipping box they were
in. The buyer only supplied photos of the damaged sets which consisted of crush
damage. From the pictures they provided to me, all 3 sets were still sealed and
were not punctured in any way. I agreed to take the 3 damaged sets back with
the return shipping to be covered at the buyer’s expense. In response, the buyer
did not want to pay for the return shipping and proceeded to file a PayPal claim
for the value of the 3 sets ($600) indicating they were not as described. After
going through the PayPal claim process it was eventually found in my favor. A
couple weeks then went by with no communication from the buyer until I received
notification from PayPal that the buyer has now submitted a chargeback with their
bank for "significantly not as described." I immediately submitted a response
with a detailed narrative, tracking numbers, photos and anything relevant to
the claim thinking it's for the 3 damaged sets again.
A month goes by with the full amount of the order on hold in my PayPal account.
I then get an email from PayPal indicating I lost the chargeback claim and my
account has been debited the full order amount. So now I am out over 100 sets
plus the $1500 it cost to ship these sets to the buyer. The buyer never once
indicated anything was wrong with the order other than the 3 damaged sets which
I agreed to take back and give a refund for. I immediately contacted PayPal and
they said it was out of their control as the buyer’s bank does the investigation
and my only option was to obtain from the buyer their banking contact information
and speak with their bank about the claim, or to take the buyer to court.
And because the chargeback claim was filed as “significantly not as described”
for the entire order, I was not eligible for seller protection. I contacting
the buyer and received a reply that they did not intent to “screw me over” but
they were too busy to deal with this right now and will sort it out by the weekend.
I’m really worried that the buyer will either ghost me or refuse to take any
action to pay for the items they received. As I live in Canada and they live
in the US I’m not even sure if I can take him to court or how that process would
even look like. I’m hoping someone in the community has some suggestions on
what steps I can take to get some funds back or at least to warn others of dealing
with PayPal and chargebacks.
|
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| | | | | Author: | Jan_K | | Posted: | May 21, 2022 05:15 | | Subject: | Re: Fraudulent PayPal chargeback | | Viewed: | 86 times | | Topic: | Help | |
|
| In Help, tjones1 writes:
| | This is a bit of a long story but I'm looking to see if anyone has any advice
as I'm at a loss of what to do regarding the loss of a PayPal chargeback
claim.
|
[...]
| | contacting
the buyer and received a reply that they did not intent to “screw me over” but
they were too busy to deal with this right now and will sort it out by the weekend.
|
Give it an optimistic try - just until beginning of next week.
I'm not overly optimistic, though - the timeline and the lack of communication
from the buyer indicates that "srewing you over" might indeed be his honest intention.
| | I’m really worried that the buyer will either ghost me or refuse to take any
action to pay for the items they received. As I live in Canada and they live
in the US I’m not even sure if I can take him to court or how that process would
even look like. I’m hoping someone in the community has some suggestions on
what steps I can take to get some funds back or at least to warn others of dealing
with PayPal and chargebacks.
|
If you do not get notified about any promising action from the buyer until monday,
go and find a lawyer regularly dealing with such cases. You're about to lose
a lot of money here if you don't give that a try.
Jan
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| | | | | Author: | brac.brick | | Posted: | May 21, 2022 08:13 | | Subject: | Re: Fraudulent PayPal chargeback | | Viewed: | 85 times | | Topic: | Help | |
|
| In Help, tjones1 writes:
| | This is a bit of a long story but I'm looking to see if anyone has any advice
as I'm at a loss of what to do regarding the loss of a PayPal chargeback
claim.
I opened my store a few months ago to sell off my collection of mainly sets new
in box. I received a very large order where the buyer ordered a little over 100
sets worth over $10,000 (cdn). As excited as I was to have such a large order,
I was also very cautious and hesitant about the size and value of the order and
did some background checks on the buyer. I ended up gathering enough information
and felt confident enough to proceed with the order. I packed everything up as
best I could, adding extra cardboard layers to the boxes and plenty of packing
materials to protect the sets during transit. I ended up shipping out 8 large
moving size boxes from west coast Canada to the buyer in the east Coast of the
US. The order was insured (for the delivery aspect)
|
Can you claim on the insurance ? especially if the buyer says the boxes were
crushed?
and I closely monitored the
| | tracking of each box. All 8 boxes ended up getting delivered and after two weeks
had gone by with no order status updated by the buyer on the bricklink order
page, I reached out to ensure everything had arrived. The buyer replied stating
3 of the sets had arrived damaged and requested they be returned and refunded.
I requested photos of the damaged sets along with the shipping box they were
in. The buyer only supplied photos of the damaged sets which consisted of crush
damage. From the pictures they provided to me, all 3 sets were still sealed and
were not punctured in any way. I agreed to take the 3 damaged sets back with
the return shipping to be covered at the buyer’s expense. In response, the buyer
did not want to pay for the return shipping and proceeded to file a PayPal claim
for the value of the 3 sets ($600) indicating they were not as described. After
going through the PayPal claim process it was eventually found in my favor. A
couple weeks then went by with no communication from the buyer until I received
notification from PayPal that the buyer has now submitted a chargeback with their
bank for "significantly not as described." I immediately submitted a response
with a detailed narrative, tracking numbers, photos and anything relevant to
the claim thinking it's for the 3 damaged sets again.
A month goes by with the full amount of the order on hold in my PayPal account.
I then get an email from PayPal indicating I lost the chargeback claim and my
account has been debited the full order amount. So now I am out over 100 sets
plus the $1500 it cost to ship these sets to the buyer. The buyer never once
indicated anything was wrong with the order other than the 3 damaged sets which
I agreed to take back and give a refund for. I immediately contacted PayPal and
they said it was out of their control as the buyer’s bank does the investigation
and my only option was to obtain from the buyer their banking contact information
and speak with their bank about the claim, or to take the buyer to court.
And because the chargeback claim was filed as “significantly not as described”
for the entire order, I was not eligible for seller protection. I contacting
the buyer and received a reply that they did not intent to “screw me over” but
they were too busy to deal with this right now and will sort it out by the weekend.
I’m really worried that the buyer will either ghost me or refuse to take any
action to pay for the items they received. As I live in Canada and they live
in the US I’m not even sure if I can take him to court or how that process would
even look like. I’m hoping someone in the community has some suggestions on
what steps I can take to get some funds back or at least to warn others of dealing
with PayPal and chargebacks.
|
You won the case with Paypal, but if the buyer used a credit card on their Paypal
account then that's where the charge back came from. Usually chargebacks
go in favor of the buyer m, unless you can contact the credit card bank and talk
with someone there,see what is needed to fix it.
I think where the misstep happened is that you expected the buyer to ship the
damaged sets at their expense. In the future, not that this helps much here,
I would offer to pay for the return of the sets or ask the buyer if they would
accept a partial refund to keep them. Saves a lot of hassle, time and angst later.
As far as taking them to court, it may be hugely expensive. I would recommend
getting some legal advice to see if there is any way to proceed or whether this
qualifies for some kind of fraud. I am really sorry this happened to you .
|
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| | | | | | | Author: | tjones1 | | Posted: | May 21, 2022 11:44 | | Subject: | Re: Fraudulent PayPal chargeback | | Viewed: | 59 times | | Topic: | Help | |
|
| In Help, brac.brick writes:
| | In Help, tjones1 writes:
| | This is a bit of a long story but I'm looking to see if anyone has any advice
as I'm at a loss of what to do regarding the loss of a PayPal chargeback
claim.
I opened my store a few months ago to sell off my collection of mainly sets new
in box. I received a very large order where the buyer ordered a little over 100
sets worth over $10,000 (cdn). As excited as I was to have such a large order,
I was also very cautious and hesitant about the size and value of the order and
did some background checks on the buyer. I ended up gathering enough information
and felt confident enough to proceed with the order. I packed everything up as
best I could, adding extra cardboard layers to the boxes and plenty of packing
materials to protect the sets during transit. I ended up shipping out 8 large
moving size boxes from west coast Canada to the buyer in the east Coast of the
US. The order was insured (for the delivery aspect)
|
Can you claim on the insurance ? especially if the buyer says the boxes were
crushed?
|
Yes I can attempt a claim for the 3 damaged sets which the buyer provided me
pictures of but that would only cover $600. The rest of the order (99 sets) were
received without any indication of problems and not be covered as there is no
proof that it was damaged or lost.
| |
and I closely monitored the
| | tracking of each box. All 8 boxes ended up getting delivered and after two weeks
had gone by with no order status updated by the buyer on the bricklink order
page, I reached out to ensure everything had arrived. The buyer replied stating
3 of the sets had arrived damaged and requested they be returned and refunded.
I requested photos of the damaged sets along with the shipping box they were
in. The buyer only supplied photos of the damaged sets which consisted of crush
damage. From the pictures they provided to me, all 3 sets were still sealed and
were not punctured in any way. I agreed to take the 3 damaged sets back with
the return shipping to be covered at the buyer’s expense. In response, the buyer
did not want to pay for the return shipping and proceeded to file a PayPal claim
for the value of the 3 sets ($600) indicating they were not as described. After
going through the PayPal claim process it was eventually found in my favor. A
couple weeks then went by with no communication from the buyer until I received
notification from PayPal that the buyer has now submitted a chargeback with their
bank for "significantly not as described." I immediately submitted a response
with a detailed narrative, tracking numbers, photos and anything relevant to
the claim thinking it's for the 3 damaged sets again.
A month goes by with the full amount of the order on hold in my PayPal account.
I then get an email from PayPal indicating I lost the chargeback claim and my
account has been debited the full order amount. So now I am out over 100 sets
plus the $1500 it cost to ship these sets to the buyer. The buyer never once
indicated anything was wrong with the order other than the 3 damaged sets which
I agreed to take back and give a refund for. I immediately contacted PayPal and
they said it was out of their control as the buyer’s bank does the investigation
and my only option was to obtain from the buyer their banking contact information
and speak with their bank about the claim, or to take the buyer to court.
And because the chargeback claim was filed as “significantly not as described”
for the entire order, I was not eligible for seller protection. I contacting
the buyer and received a reply that they did not intent to “screw me over” but
they were too busy to deal with this right now and will sort it out by the weekend.
I’m really worried that the buyer will either ghost me or refuse to take any
action to pay for the items they received. As I live in Canada and they live
in the US I’m not even sure if I can take him to court or how that process would
even look like. I’m hoping someone in the community has some suggestions on
what steps I can take to get some funds back or at least to warn others of dealing
with PayPal and chargebacks.
|
You won the case with Paypal, but if the buyer used a credit card on their Paypal
account then that's where the charge back came from. Usually chargebacks
go in favor of the buyer m, unless you can contact the credit card bank and talk
with someone there,see what is needed to fix it.
|
And there lies the one of problems I worry about. PayPal says get the buyers
bank contact information. Say I get that information, will the bank even speak
to me about another persons account?
| | I think where the misstep happened is that you expected the buyer to ship the
damaged sets at their expense. In the future, not that this helps much here,
I would offer to pay for the return of the sets or ask the buyer if they would
accept a partial refund to keep them. Saves a lot of hassle, time and angst later.
|
In hindsight, yes, I probably could have handled this one a bit differently.
I don't have great deal of experience selling on bricklink and was initially
hesitant to even accept the return. But I did some reading though the forums
on similar situations and read many people would take the item back if the buyer
was willing to pay for the shipping. I had considered offering a discount back
but the buyer was pretty adamant about getting a refund. I believe the buyer
was a reseller and didn't want to try sell damaged products from their store.
| | As far as taking them to court, it may be hugely expensive. I would recommend
getting some legal advice to see if there is any way to proceed or whether this
qualifies for some kind of fraud. I am really sorry this happened to you .
|
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| | | | | | | | | Author: | yorbrick | | Posted: | May 21, 2022 12:25 | | Subject: | Re: Fraudulent PayPal chargeback | | Viewed: | 62 times | | Topic: | Help | |
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| | | | |
Can you claim on the insurance ? especially if the buyer says the boxes were
crushed?
|
Yes I can attempt a claim for the 3 damaged sets which the buyer provided me
pictures of but that would only cover $600. The rest of the order (99 sets) were
received without any indication of problems and not be covered as there is no
proof that it was damaged or lost.
|
Does your insurance cover you for damage where it is down to inadequate packaging?
If it was damaged by the postal service, they might well want to see the packaging
as if that arrived undamaged and it was only only boxes inside that were damaged
they are likely to deny responsibility saying they should have been better protected
inside the shipping box.
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| | | | | | | Author: | LineParts | | Posted: | May 21, 2022 11:53 | | Subject: | Re: Fraudulent PayPal chargeback | | Viewed: | 54 times | | Topic: | Help | |
|
| In Help, brac.brick writes:
| | In Help, tjones1 writes:
| | This is a bit of a long story but I'm looking to see if anyone has any advice
as I'm at a loss of what to do regarding the loss of a PayPal chargeback
claim.
I opened my store a few months ago to sell off my collection of mainly sets new
in box. I received a very large order where the buyer ordered a little over 100
sets worth over $10,000 (cdn). As excited as I was to have such a large order,
I was also very cautious and hesitant about the size and value of the order and
did some background checks on the buyer. I ended up gathering enough information
and felt confident enough to proceed with the order. I packed everything up as
best I could, adding extra cardboard layers to the boxes and plenty of packing
materials to protect the sets during transit. I ended up shipping out 8 large
moving size boxes from west coast Canada to the buyer in the east Coast of the
US. The order was insured (for the delivery aspect)
|
Can you claim on the insurance ? especially if the buyer says the boxes were
crushed?
and I closely monitored the
| | tracking of each box. All 8 boxes ended up getting delivered and after two weeks
had gone by with no order status updated by the buyer on the bricklink order
page, I reached out to ensure everything had arrived. The buyer replied stating
3 of the sets had arrived damaged and requested they be returned and refunded.
I requested photos of the damaged sets along with the shipping box they were
in. The buyer only supplied photos of the damaged sets which consisted of crush
damage. From the pictures they provided to me, all 3 sets were still sealed and
were not punctured in any way. I agreed to take the 3 damaged sets back with
the return shipping to be covered at the buyer’s expense. In response, the buyer
did not want to pay for the return shipping and proceeded to file a PayPal claim
for the value of the 3 sets ($600) indicating they were not as described. After
going through the PayPal claim process it was eventually found in my favor. A
couple weeks then went by with no communication from the buyer until I received
notification from PayPal that the buyer has now submitted a chargeback with their
bank for "significantly not as described." I immediately submitted a response
with a detailed narrative, tracking numbers, photos and anything relevant to
the claim thinking it's for the 3 damaged sets again.
A month goes by with the full amount of the order on hold in my PayPal account.
I then get an email from PayPal indicating I lost the chargeback claim and my
account has been debited the full order amount. So now I am out over 100 sets
plus the $1500 it cost to ship these sets to the buyer. The buyer never once
indicated anything was wrong with the order other than the 3 damaged sets which
I agreed to take back and give a refund for. I immediately contacted PayPal and
they said it was out of their control as the buyer’s bank does the investigation
and my only option was to obtain from the buyer their banking contact information
and speak with their bank about the claim, or to take the buyer to court.
And because the chargeback claim was filed as “significantly not as described”
for the entire order, I was not eligible for seller protection. I contacting
the buyer and received a reply that they did not intent to “screw me over” but
they were too busy to deal with this right now and will sort it out by the weekend.
I’m really worried that the buyer will either ghost me or refuse to take any
action to pay for the items they received. As I live in Canada and they live
in the US I’m not even sure if I can take him to court or how that process would
even look like. I’m hoping someone in the community has some suggestions on
what steps I can take to get some funds back or at least to warn others of dealing
with PayPal and chargebacks.
|
You won the case with Paypal, but if the buyer used a credit card on their Paypal
account then that's where the charge back came from. Usually chargebacks
go in favor of the buyer m, unless you can contact the credit card bank and talk
with someone there,see what is needed to fix it.
I think where the misstep happened is that you expected the buyer to ship the
damaged sets at their expense. In the future, not that this helps much here,
I would offer to pay for the return of the sets or ask the buyer if they would
accept a partial refund to keep them. Saves a lot of hassle, time and angst later.
As far as taking them to court, it may be hugely expensive. I would recommend
getting some legal advice to see if there is any way to proceed or whether this
qualifies for some kind of fraud. I am really sorry this happened to you .
|
Call PayPal and explaine the situation.
Your can give a comment on the claim.
Take pictures from the package you have to ship.
Don't let anyone strak your money and protect yourself.
Good Luck.
|
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| | | | | | | | | Author: | tjones1 | | Posted: | May 21, 2022 15:04 | | Subject: | Re: Fraudulent PayPal chargeback | | Viewed: | 68 times | | Topic: | Help | |
|
| In Help, LineParts writes:
| | In Help, brac.brick writes:
| | In Help, tjones1 writes:
| | This is a bit of a long story but I'm looking to see if anyone has any advice
as I'm at a loss of what to do regarding the loss of a PayPal chargeback
claim.
I opened my store a few months ago to sell off my collection of mainly sets new
in box. I received a very large order where the buyer ordered a little over 100
sets worth over $10,000 (cdn). As excited as I was to have such a large order,
I was also very cautious and hesitant about the size and value of the order and
did some background checks on the buyer. I ended up gathering enough information
and felt confident enough to proceed with the order. I packed everything up as
best I could, adding extra cardboard layers to the boxes and plenty of packing
materials to protect the sets during transit. I ended up shipping out 8 large
moving size boxes from west coast Canada to the buyer in the east Coast of the
US. The order was insured (for the delivery aspect)
|
Can you claim on the insurance ? especially if the buyer says the boxes were
crushed?
and I closely monitored the
| | tracking of each box. All 8 boxes ended up getting delivered and after two weeks
had gone by with no order status updated by the buyer on the bricklink order
page, I reached out to ensure everything had arrived. The buyer replied stating
3 of the sets had arrived damaged and requested they be returned and refunded.
I requested photos of the damaged sets along with the shipping box they were
in. The buyer only supplied photos of the damaged sets which consisted of crush
damage. From the pictures they provided to me, all 3 sets were still sealed and
were not punctured in any way. I agreed to take the 3 damaged sets back with
the return shipping to be covered at the buyer’s expense. In response, the buyer
did not want to pay for the return shipping and proceeded to file a PayPal claim
for the value of the 3 sets ($600) indicating they were not as described. After
going through the PayPal claim process it was eventually found in my favor. A
couple weeks then went by with no communication from the buyer until I received
notification from PayPal that the buyer has now submitted a chargeback with their
bank for "significantly not as described." I immediately submitted a response
with a detailed narrative, tracking numbers, photos and anything relevant to
the claim thinking it's for the 3 damaged sets again.
A month goes by with the full amount of the order on hold in my PayPal account.
I then get an email from PayPal indicating I lost the chargeback claim and my
account has been debited the full order amount. So now I am out over 100 sets
plus the $1500 it cost to ship these sets to the buyer. The buyer never once
indicated anything was wrong with the order other than the 3 damaged sets which
I agreed to take back and give a refund for. I immediately contacted PayPal and
they said it was out of their control as the buyer’s bank does the investigation
and my only option was to obtain from the buyer their banking contact information
and speak with their bank about the claim, or to take the buyer to court.
And because the chargeback claim was filed as “significantly not as described”
for the entire order, I was not eligible for seller protection. I contacting
the buyer and received a reply that they did not intent to “screw me over” but
they were too busy to deal with this right now and will sort it out by the weekend.
I’m really worried that the buyer will either ghost me or refuse to take any
action to pay for the items they received. As I live in Canada and they live
in the US I’m not even sure if I can take him to court or how that process would
even look like. I’m hoping someone in the community has some suggestions on
what steps I can take to get some funds back or at least to warn others of dealing
with PayPal and chargebacks.
|
You won the case with Paypal, but if the buyer used a credit card on their Paypal
account then that's where the charge back came from. Usually chargebacks
go in favor of the buyer m, unless you can contact the credit card bank and talk
with someone there,see what is needed to fix it.
I think where the misstep happened is that you expected the buyer to ship the
damaged sets at their expense. In the future, not that this helps much here,
I would offer to pay for the return of the sets or ask the buyer if they would
accept a partial refund to keep them. Saves a lot of hassle, time and angst later.
As far as taking them to court, it may be hugely expensive. I would recommend
getting some legal advice to see if there is any way to proceed or whether this
qualifies for some kind of fraud. I am really sorry this happened to you .
|
Call PayPal and explaine the situation.
Your can give a comment on the claim.
Take pictures from the package you have to ship.
Don't let anyone strak your money and protect yourself.
Good Luck.
|
I've called PayPal several times after the chargeback decision was made.
When I was first notified of the chargeback I submitted a reply within 48 hours.
I provided a detailed explanation of the order and previous PayPal claims, tracking
numbers for all 8 boxes, photos, shipment packing lists, customs form and bricklink
invoices. All PayPal could say was there was nothing they could do and deal with
the buyer now. I really don't think they gave anything to the buyers bank
when the chargeback claim was submitted, they just wiped their hands clean of
it.
|
|
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| | | | | | | | | | | Author: | brac.brick | | Posted: | May 21, 2022 15:43 | | Subject: | Re: Fraudulent PayPal chargeback | | Viewed: | 61 times | | Topic: | Help | |
|
| | |
I've called PayPal several times after the chargeback decision was made.
When I was first notified of the chargeback I submitted a reply within 48 hours.
I provided a detailed explanation of the order and previous PayPal claims, tracking
numbers for all 8 boxes, photos, shipment packing lists, customs form and bricklink
invoices. All PayPal could say was there was nothing they could do and deal with
the buyer now. I really don't think they gave anything to the buyers bank
when the chargeback claim was submitted, they just wiped their hands clean of
it.
|
At this point, the only way to reverse the chargeback is to come to some sort
of agreement with the buyer. Maybe an email to them to explain that you are happy
to refund them on the damaged sets and will send return labels and it would only
be fair for them to pay for the sets they received which are not under any dispute,
assuming they wish to keep these. I would make this email as nice and friendly
as possible and apologize a few times for the inconvenience, the hassle and you
want to make things right. The only person who can reverse the chargeback is
the buyer at this point, this is why Paypal is refusing to do anything further
. They want you & the buyer to work things out.
|
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| | | | | Author: | TheBrickGuys | | Posted: | May 21, 2022 15:54 | | Subject: | Re: Fraudulent PayPal chargeback | | Viewed: | 67 times | | Topic: | Help | |
|
| How many feedbacks does the customer have and does he have any negatives or neutrals
(if so, what do they say in general)?
This really stinks. I hope you can work something out.
Best regards.
Jim.
|
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| | | | | Author: | Adjour | | Posted: | May 21, 2022 16:25 | | Subject: | Re: Fraudulent PayPal chargeback | | Viewed: | 78 times | | Topic: | Help | |
|
| My goodness. If the damage is not the buyers fault, I have no idea why you insisted
on them paying return shipping. I think that's where you pissed them off.
I've worked retail (brick and mortar) on top of this online gig for a long
time. We never, ever, ever won a chargeback dispute.
Best of luck.
|
|
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| | | | | Author: | Branesergen | | Posted: | May 21, 2022 18:23 | | Subject: | Re: Fraudulent PayPal chargeback | | Viewed: | 96 times | | Topic: | Help | |
|
| Start mail fraud filings if he doesn't want to pay. Seriously contact a lawyer,
get him to send paypal and the customer a letter and start proceeding forward.
You can get him to pay all your costs, you'll just need the upfront costs.
$10,000 is felony theft. Treat it that way. File a police report in his city
as well. I'm just pressing theft charges and a nice visit from a police officer
might change his mind, if not then a letter of intent to sue definitely will.
In Help, tjones1 writes:
| | This is a bit of a long story but I'm looking to see if anyone has any advice
as I'm at a loss of what to do regarding the loss of a PayPal chargeback
claim.
I opened my store a few months ago to sell off my collection of mainly sets new
in box. I received a very large order where the buyer ordered a little over 100
sets worth over $10,000 (cdn). As excited as I was to have such a large order,
I was also very cautious and hesitant about the size and value of the order and
did some background checks on the buyer. I ended up gathering enough information
and felt confident enough to proceed with the order. I packed everything up as
best I could, adding extra cardboard layers to the boxes and plenty of packing
materials to protect the sets during transit. I ended up shipping out 8 large
moving size boxes from west coast Canada to the buyer in the east Coast of the
US. The order was insured (for the delivery aspect) and I closely monitored the
tracking of each box. All 8 boxes ended up getting delivered and after two weeks
had gone by with no order status updated by the buyer on the bricklink order
page, I reached out to ensure everything had arrived. The buyer replied stating
3 of the sets had arrived damaged and requested they be returned and refunded.
I requested photos of the damaged sets along with the shipping box they were
in. The buyer only supplied photos of the damaged sets which consisted of crush
damage. From the pictures they provided to me, all 3 sets were still sealed and
were not punctured in any way. I agreed to take the 3 damaged sets back with
the return shipping to be covered at the buyer’s expense. In response, the buyer
did not want to pay for the return shipping and proceeded to file a PayPal claim
for the value of the 3 sets ($600) indicating they were not as described. After
going through the PayPal claim process it was eventually found in my favor. A
couple weeks then went by with no communication from the buyer until I received
notification from PayPal that the buyer has now submitted a chargeback with their
bank for "significantly not as described." I immediately submitted a response
with a detailed narrative, tracking numbers, photos and anything relevant to
the claim thinking it's for the 3 damaged sets again.
A month goes by with the full amount of the order on hold in my PayPal account.
I then get an email from PayPal indicating I lost the chargeback claim and my
account has been debited the full order amount. So now I am out over 100 sets
plus the $1500 it cost to ship these sets to the buyer. The buyer never once
indicated anything was wrong with the order other than the 3 damaged sets which
I agreed to take back and give a refund for. I immediately contacted PayPal and
they said it was out of their control as the buyer’s bank does the investigation
and my only option was to obtain from the buyer their banking contact information
and speak with their bank about the claim, or to take the buyer to court.
And because the chargeback claim was filed as “significantly not as described”
for the entire order, I was not eligible for seller protection. I contacting
the buyer and received a reply that they did not intent to “screw me over” but
they were too busy to deal with this right now and will sort it out by the weekend.
I’m really worried that the buyer will either ghost me or refuse to take any
action to pay for the items they received. As I live in Canada and they live
in the US I’m not even sure if I can take him to court or how that process would
even look like. I’m hoping someone in the community has some suggestions on
what steps I can take to get some funds back or at least to warn others of dealing
with PayPal and chargebacks.
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Canada, British Columbia
Germany, Nordrhein-Westfalen
USA, Massachusetts
United Kingdom, England
Netherlands, Noord-Brabant
